Telkom won't assist an existing contract customer over vetting done in 2016

Since last night I've been experiencing issues with my handset whereby it doesn't pick up signal on both sims. I've had a contract with Telkom since 2019 and this morning I called Telkom and spoke to Anastacia Ashondolf who said she can't assist as back in 2016 my credit vetting was declined. I then demanded to speak to a team leader and she said Bongumusa Si***ane is currently unavailable. This is a handset related query then you tell me you can't assist. This is totally unacceptable Telkom.